USER QUESTIONS

1. HOW TO REGISTER AT DOCTORSHELP?

Registration at Doctorshelp is user friendly and requires no special computer skills. All you need to do is fill in the registration form. The fields marked by an asterisk (*) are mandatory. The personal data that you enter will be treated as confidential information and shall not be disclosed to third party individuals or organizations. Your data is protected by the best up-to-date encrypting technologies.

After you fill in all mandatory fields of the registration form, press the “Register” button, an automated message for successful registration will follow.

2. HOW CAN I BE SURE THAT THE DOCTORS CONSULTING ME ARE SPECIALISTS?

Every doctor is first surveyed and then approved by our team. We aim at offering you quality service and it is in our own interest to carefully select our specialists. Each doctor’s profile has information about their education and the certificates they hold.

3. HOW TO CHOOSE A DOCTOR?

To be able to choose a doctor you have to be successfully registered in the system. After registering, log in and press “Doctors”. There you can find the specialist you need and by pressing “Doctors’ Profiles” you can view their data. If you have already chosen a doctor, check whether they are currently online, whether they are not in the middle of a consultation and if there are any other patients registered before you waiting for their turn.

In case the doctor you have chosen is available and online, you have three options for communication to choose from: direct video contact, talk or chat. The contact with the specialist can be established by pressing “Talk now”.

In case the doctor you want to consult with is not online at the moment or is in the middle of a consultation, you can ask for a consultation at a later time or choose another specialist, who is currently available.

4. I DON’T KNOW WHAT SPECIALIST I NEED?

If you do not know what specialist you need to solve your problem, you can contact our 24-hour free virtual help desk, where you can describe your problem. They will direct you to the doctor that can help you.

5. HOW TO ASK FOR A CONSULTATION AT A LATER TIME?

It is necessary to log in the system. Choose “Appointment” and find the desired doctor with the help of the search feature. Press “Make an appointment” in the mini-window of the doctor. The system will show you a calendar, where in bold are marked the days when you can make appointments. After you make your choice, in the right-hand side of the screen you will see the available consultation hours (the ones marked in red are taken). Make your choice and press “Save”

6. WHAT IF I CANNOT USE THE APPOINTMENT I HAVE MADE?

If you wish to cancel a consultation, repeat the steps from question 5, choose the day you have made an appointment on. Press on the hour you have chosen and it will turn green. Press “Save”.

7. CAN I WATCH PREVIOUS CONSULTATIONS?

Yes. Your consultations are saved in the section “Previous consultations”. There you can find detailed information about previous consultations as well as: doctor’s data, length of consultation, you can even watch again the recorded video consultation, if you have recorded one.

8. HOW TO MAKE MY OWN ONLINE HEALTH RECORD?

You have to log in the system. Choose the menu “Health record”. In the form you will be asked questions and you should give as precise information as possible. This information will help your doctor be more precise in his health advice or prescriptions.

9. HOW IS PAYMENT ORGANISED AT DOCTORSHELP?

Payment of the consultations at Doctorshelp can be made in 6 ways – bank transfer, cash on delivery, via internet by PayPal, by ePay, by credit/debit card or by voucher. If you want to pay by credit/debit card you have to enter the necessary information and to select the amount of credit you want to use. This can be done in menu “Credits”.

Consultations are calculated by the time consumed (by the minute).

10. DOES IT MATTER WHO MY CONSULTING DOCTOR IS?

Yes. Each doctor is a specialist in a different field and has a different consultation rate. If you are not sure about the doctor you need, consult the virtual help desk.

11. DOES MY INSURANCE COVER SUCH CONSULTATIONS?

Doctorshelp will do their best to ensure the consultations be covered by the insurance companies. Unfortunately for the time being this is not possible.

12. Can I use my health insurance with Doctorshelp?

For the moment NO.

13. CAN I BE PRESCRIBED SPECIFIC MEDICATION IF DURING CONSULTATION IT IS FOUND THAT I NEED ONE?

For the moment the system does not offer this possibility.

14. WHAT SHALL I DO IN CASE OF UNSUCCESSFUL PURCHASE OF CREDITS?

It is impossible to lose credits. They are added to your balance after the transfer confirmation by the operator. If you need help, please write to support@doctorshelp.com

15. HOW CAN I BE SURE THAT MY PERSONAL INFORMATION IS PROTECTED?

Your personal information is not disclosed to third parties. All parts of the forms are SSL-encrypted for general protection. Doctorshelp uses only the latest encryption technologies to protect your data. To make sure, look for the locked padlock if you are using Internet Explorer, Firefox or a similar browser.

16. I FORGOT MY USERNAME/PASSWORD. WHAT SHALL I DO?

When you select “Login” you can select “Forgot your password” and fill in the required information. As passwords are classified it is impossible to send you your current password. You will receive a new password in your e-mail, which will let you log in the system.

17. CAN I TERMINATE MY REGISTRATION?

This can be done only by the administrator. Please send your request to support@doctorshelp.com.

TECHNICAL QUESTIONS

1. DO I NEED A CAMERA TO START A CONSULTATION?

Using a web camera is not mandatory but it is advisable, in order to give the doctor a more precise idea of your condition in some cases.

2. WHAT CAMERA DO YOU RECOMMEND ME TO USE?

It is advisable that you use a camera having as a minimum the following technical characteristics:
Frames per second: 25 fps
definition: 640x480
If you find it difficult to select from the great variety of cameras, we recommend the use of Delux DLV-B58.

3. WHAT HEADPHONES CAN I USE?

Use headphones where the microphone is well insulated from the speakers, to avoid the so called sound distortion. Therefore it is advisable to use headphones, not loudspeakers. Earphones, connected to a hollow body, as well as others, where the sound of the speaker could reach the microphone, are not recommended.

4. WHAT CONNECTION DO I NEED TO USE THE SERVICES OF DOCTORSHELP.com?

The speed offered by almost all internet providers is sufficient for normal audio/visual connection. The minimum download and upload speed, necessary for good quality picture during consultation is 512 Kbps.

5. WHAT WEB BROWSER SHALL I USE?

Doctorshelp is optimized to work with Internet Explorer 7 and Firefox 3 and newer browsers like Safari, Opera. Conqueror or Netscape may not have Java sources to get video on our website. It might be necessary to modify your settings if needed, but this is recommended only with more experienced users. Unfortunately, we cannot guarantee flawless use of these browsers. For MacOS users we recommend the use of the newest version of Internet Explorer, which comes installed with the newer Macintosh computers. Users of older Macintosh computers may have to download Netscape Communicator 4,7 or newer version.

6. HOW IS VIDEO CONNECTION ESTABLISHED?

This is done automatically and is provided by the server with high security level for you and your doctor. The only thing you need is „flash player“ installed for your browser.

7. MY WEBCAM IS NOT WORKING. WHAT CAN I DO?

Make sure that your camera is not being used by another application (e.g. MSN, Yahoo, Skype etc.) while you are trying to start a consultation. See if you have the newest version of Flash player.
You can download it from: http://www.adobe.com/go/getflashplayer

See if you have allowed access to the camera, by a right click in the video field, select Settings and click on the webcam icon.

If you are a Mac user with a built-in iSight you can select USB option from the collapsing menu.

8. WHY CAN’T I HEAR ANYTHING?

Check the sound volume by a left click on the loudspeaker at the bottom right-hand side of the screen (for Mac users top right-hand side).

You may be experiencing a problem with your Flash player or another program may be using your sound resources, not letting them be used by other (e.g. Flash) applications. If you have any doubts consult a specialist.

9. MY DOCTOR DOES NOT HEAR ME SPEAK. WHAT CAN I DO?

Check if the recording levels are set right. In some cases setting the option +20db on improves the recorded volume and makes you audible.

Make sure no other application is using the microphone. In some cases it is possible that the sound card does not support Full-Duplex mode and is therefore impossible to use sound and recording at the same time.

Access to your microphone might be denied by your Flash player. Check this by a right click in the video field, select Settings and click on the microphone icon.

10. I AM HAVING PROBLEMS WITH FLASH PLAYER.

As far as we are aware, version 10 of Flash might cause problems in showing (online) content and in rare occasions cause the browser to collapse. If you are facing such problems, please uninstall version 10 and install the older one – 9.
You can download the older Flash from: http://www.oldversion.com/program.php?n=flashp
Make sure that all browser windows and online programs, such as MSN, Skype, Yahoo Messenger are closed before you proceed with installation.